Technical Support Representative

Technical Support Marlborough, Massachusetts


Position at j2 Cloud Services

Manage a diverse and complex scope of support issues directly related to the use, support and implementation of Server backup and recovery. Participate as part of a team of highly professional technicians in the provision of industry leading Online Backup Technical Support.  Focus is on highest level of support services providing mission critical support requirements through the mediums of telephone, online chat and email..

Job Duties:

  • Provide customer support and technical issue resolution via phone, e-mail, and other electronic mediums.
  • Implement and manage the LiveVault® and KeepItSafe® solutions for direct and indirect customers.
  • Troubleshoot problems backing up and restoring with customer and take or suggest corrective action.
  • Log tickets, defects, enhancements with enough detail to be understood and resolved by others.
  • Prioritize issues and manage time effectively, taking accountability for resolving customer issues.
  • Perform timely escalation of support related issues to various departments for further analysis and resolution.
  • Attempt first call case resolution, software/network troubleshooting and proactive support services.
  • Work well in a team and provide team members support and guidance when required.
  • Share best practices with other team members to enhance the quality and efficiency of global support services.
  • Effectively interact with other members of the team to provide solutions to complex technical issues.
  • Perform other duties as requested and within areas of expertise.

Job or Project Requirements and Experience:

  • To perform this job successfully, an individual should have knowledge of a broad range of software and hardware infrastructure technologies.
  • 1-3 years of experience in technical software support, providing ticketed phone and email support.
  • Excellent customer service skills (verbal and written).
  • Aptitude for solving problems and acting on own initiative.
  • Advanced networking and server troubleshooting skills.
  • In-depth technical knowledge of Windows desktop and server operating systems.
  • General or above average knowledge of Windows Server administration including Active Directory, Group Policies, Volume Shadow Service (VSS), and system registries.
  • Working to above average knowledge of Windows, Linux and Apple OS.
  • Basic to above understanding of concepts of Security, Encryption, Compression, Cloud, Big Data, and OS File Systems.
  • Ability to write SQL queries a plus
  • Experience with backup & recovery platforms Experience with planning or executing system and site recoveries
  • Working to above average knowledge of VMware, HyperV, and Storage environments
  • General or above average knowledge of database technology including MS Exchange and MS SQL Server.